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<div class="font_small color_grey left">Telecommunications Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

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<h1>Business Process Improvement</h1>

<strong>The Client</strong><br/>
One of the largest players in the global telecommunications industry that offers a full-range portfolio from devices for end users to network infrastructures for enterprises and carriers.
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<strong>The Case</strong><br/>
Inbound customer service was understaffed and there was no way of tracking call centre performance. Technical support queries were provided by mobile service providers (MSP) for each country and client did not have control over the quality and service levels provided by the Customer Service Representatives (CSRs) of the mobile service provider. Brand image of client was severely tested. 
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Client was also facing great competition from other mobile phone brand names and needed to improve its customer service in various APAC countries. Teledirect was approached to help client take back control of its customer-facing unit and call centre management. 
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<strong>The Strategy</strong><br/>
Teledirect recruited and trained multilingual agents for the various Asia Pacific (APAC) countries and had their skills verified by the client within two months. A call centre was set up to handle inbound calls on pre-sales enquiries, customer feedback and post-sales fault reporting. All inbound mails were tracked and responded to within 24 hours. Open cases were escalated to the client's management. 
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A CRM tool was designed to allow the CSRs to capture caller information, track unclosed cases and e-mail information to other stakeholders in one transaction. It also contained online scripts, which were linked to an online technical diagnostic system for troubleshooting. Hourly mobile phone fault reports were automatically transmitted to service centres in the corresponding countries allowing the service centres to get the relevant parts ready before the customer shows up at the centre. 
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Customer contact and product information were also captured directly into a relational database. Customer names based on criteria were pulled out on a quarterly basis for outbound up-sell or cross-sell programs. Sales revenue was thus generated from the support centre. 
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<strong>The Results</strong><br/>
Teledirect helped improve client's customer satisfaction survey score from 3 to 4.5 (on a 5-point scale). One-call resolution was well above 97%, abandon rate less than 3% and service level above 90% of calls answered within 20 seconds. 
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<strong>The Conclusion</strong><br/>
Cost per call was reduced by over 20% after outsourcing. The support centre now generates an annual sales income from outbound campaigns, measured at between 5 to 20% of its annual investment.

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